live monopoly multiplier hit but payout posted as base win only

so i was on live monopoly, hit a 3x multiplier and then the wheel lands on 5, but when the payout comes through it only credits the base win for 5, no multiplier. i triple-checked my bet slip and the stream replay, definitely a 3x on the multiplier segment right before. has this ever happened to anyone else? is this a glitch or something they fix if you contact support? thinking about messaging them but i want to know if anybody had this sorted out before or if it's just wasted time. thoughts?